Dell to open first support centre for region

Dell to open first support centre for region

Summary: Australian enterprise customers of PC heavyweight Dell will be among those served by a new support centre to open in Penang, Malaysia. The Enterprise Command Centre will be Dell's first for the South Asia region, which includes Australia, New Zealand, Malaysia, Singapore, India and Indonesia.

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TOPICS: Dell
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Australian enterprise customers of PC heavyweight Dell will be among those served by a new support centre to open in Penang, Malaysia.

The Enterprise Command Centre will be Dell's first for the South Asia region, which includes Australia, New Zealand, Malaysia, Singapore, India and Indonesia.

The centre will provide 24-hour support for Dell enterprise server and storage customers. It will also track customer issues in real-time, and provide service parts.

Dell customers in Australia previously had their service calls taken by staff in Malaysia or Australia, according to a Dell spokesperson.

Dell's other centres are in Japan, China, the United States, and Ireland.

Dell chief executive officer Kevin Rollins and Asia Pacific president Steve Felice will formally open the Enterprise Command Centre (ECC) in Penang on Thursday.

Topic: Dell

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3 comments
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  • Dell

    I hope the opening of a new centre helps Dell get things right because they seem to be having a lot of trouble delivering their current orders. I bought an entry level PC on line for my kids on the 14th Jan and was told by Dell it would be delivered today after 8am. Surprise, surprise I take a day off work, wait in all day and no PC. Calls to Dell's 1800 number in Malaysia or India or somewhere, didn't give me much luck sorting out where my PC is. Outcome - 40+ waiting on hold to speak to operator at Dell, 10 minutes on hold at Toll in Australia (only to be told everyone had gone home and I should call back tomorrow) and no PC and no idea when I will get it. If this was my first experience with Dell I might be forgiving but I bought another PC with them about 2 years ago and had a very similar experience - calls to India, Malaysia and goodness knows where wasting my time everyday trying to get my computer. Looks like the same situation again. Dell need to pull up their socks because entry level PCs can now be bought very cheaply at almost any computer store and brought home in the back of your car. Why you have to wait more than 2 weeks and waste your time, energy and patience for a $1,000 machine is beyond me.
    anonymous
  • dell support is not support

    I also had so much trouble with Dell I will never ever buy anything from them again. I ordered a projector 12 months ago that was guaranteed delivery before christmas. It showed up in February. Along they way they actually called me and verbally abused me in a language that sounded almost like english, telling me it was my fault they coudnt deliver it. Bizarre! A girl at Dell in Australia (that took me forever to track down) informed me that there were no managers or anyone in Australia you could complain to. Go wait on hold for an hour to speak to someone you cant understand. Why would anyone ever buy anything from Dell? I tell everyone I meet. Do not buy from Dell.
    anonymous
  • Ditto!

    Dell support used to be of top quality level
    Nowadays, for aussie customers, we get the worst of the worst.
    Please tell me where I can write my complaint to, because there is NO office and no customer relations staff available in Australia at all.
    The australian number leads us to a call centre in Malaysia, but in the same phone call I was told they are in Brunei
    I was put on hold for 24 minutes and 14 seconds when a person finally answered and asked for my tag service number, which I gave promptly, then identified me and said "give me ONE second", so I was again put on hold for another 22 minutes. After all that (my phone is marking 47 minutes on that call by now.... this is a criminal abuse to the customer, they then tell me that there are others waiting for over 2 hours on hold. This was said by two of them, and that call is recorded on my phone
    I asked to speak to a senior operator or a supervisor/manager.... Iended up back with the first person, by then my question was "WHY was I put on hold for another 2osomething minutes when it had already been my turn to be servced?" When I asked WHY, the answer was "yes" When I asked again for a manager.supervisor, they said that the managers had all gone home by then.... so they would ring me the following day.
    This was the best part of this service, it has been 5 days and the next day business service has never arrived here
    anonymous